Head of Workforce Planning at Xero focused on optimizing Customer Experience resources and implementing AI - driven workforce strategies. Leading a global team and enhancing operational efficiency.
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Hybrid Retention Specialist, Customer Support
Posted 3 months ago
About the role
- Retention Specialist focused on customer inquiries and account cancellations at Clio. Collaborating with internal teams to enhance retention strategies and provide solutions.
Responsibilities
- Handle external requests related to account cancellations; understand the reason for cancellation and find solutions to retain customers
- Support our internal teams as the primary point of contact for cancellation requests and potential churn
- Address customer concerns and coordinate resolutions, as applicable, with our Finance, Billing, Product, Sales, and Customer Success teams; ensure timely delivery of our solutions
- Collaborate with Support leadership and other stakeholders to ensure our retention efforts are successful; make recommendations for improvements based on data and trends
- Track and communicate customer feedback to internal stakeholders
- Own and execute tasks within our tech stack including Salesforce, Gong, and other related tools
- Other tasks and duties assigned by Customer Support Leadership, as required
Requirements
- 2+ years of experience in a customer facing support, sales, retention or save environment role
- Experience providing exceptional customer service, including the ability to problem solve, multi-task, and provide summaries of issue resolution
- Excellent analytical skills and impeccable verbal and written communication skills, with the ability to convey complicated technical concepts to non-technical audiences
- Curiosity about law, tech, and AI, as well as an interest in leveraging technology to help people solve problems
- The desire to win (and have fun) as a member of a high performing team
- A growth mindset and a sense of optimism and enthusiasm
Benefits
- Competitive, equitable salary with top-tier health benefits
- Dental and vision insurance
- Hybrid work environment, with expectation for local Clions to be in office min. twice per week
- Flexible time off policy, with an encouraged 20 days off per year
- $2000 annual counseling benefit
- RRSP matching and RESP contribution
- Clioversary recognition program with special acknowledgement at 3, 5, 7, and 10 years
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